Customer Care Voice-Inbound at EXL South Africa

Job Description

• Become a key member of our vibrant team as a Customer Service Representative, acting as the main point of contact for policyholders in a lively contact centre. Your duties will encompass processing billing transactions, assisting with inquiries, policy changes/updates and providing technical support through both calls and web chat with professionalism and precision.
• With excellent communication and organizational skills, you'll deliver outstanding service experiences while fostering a cohesive team environment. If you are committed to excellence and eager to succeed in a structured operations setting, this role is ideal for you. Apply now to embark on a rewarding career journey with us. 

Responsibilities

Key Responsibilities  

Responsibilities are not limited to the enclosed  

• Supporting customers across the wider business.  
• Provide world class customer service to both new and existing customers.  
• Provide Sales support to customers.  
• Continual learning of products/services.  
• Promote and sell products to new and existing customers  
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence  
• Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance) 
• Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service  

Qualifications

Minimum Requirements:  

• SA Citizen  
• Grade 12 (Mandatory) 
• CEF – minimum CEF level B2 –8  
• Written B1-6 

Soft skills & Telecommunications Experience (Advantageous)

• Computer Literacy (MS Office, Social Media, Online, Navigation)  
• Good articulation of the English language (Spoken and Written)  
• 6- 12 months customer service experience
• Some post High School education preferred 
• Excellent telephone etiquette and service delivery skills 
• In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets